You have a company, you begin a day’s work with a brief meeting with your employees. Later on that day you hang visual graphs of production rates of the past few weeks, where everyone can see.
After lunch you get an e-mail concerning a complaint from the customer stating that the product isn’t working properly, so then, you notify your employees and explain the case after apologizing to the customer about the inconvenience.
By the end of the day a shipment has finally arrived from the vendors, containing parts that you’ve been waiting for to finish assembling your product, once again you notify your employees so they can begin preparing. Finally at the end of the day, you receive a call; it turns out to be a customer who is interested in buying your product.
What you practically did for a day’s work was communicating, beginning with the brief meeting you had with your employees to the customer you spoke to at the end of the day. The way you communicated at work is what you call “service”.
When you had your meeting you communicated with your employees, which is considered to be an internal communication, as when you notified them about the product failure, the arrival of the shipment, and when you hung the Productivity Graphs, all these actions you made are considered internal communication.
Not only did you use internal communication but you used external communication also, for instance when you received the e-mail and apologized to the complaining customer, also when you spoke to the client who was interested in purchasing your product. Communication is used so frequently in business, but why would communicating properly be of any importance?
In this article you will be notified of the truth to the importance of having good communication service, which is, good communication service will help lead the company to success, the truth because it will bring positive results to the table.
Take for example of a father and son, if the father is thinking about his son’s future and how his son could achieve great accomplishments along the way, in order for this to happen, the father must first be a part his son’s life to guide him. The best tool to guide a child is without doubt communication; if the father provides good communication service to his own son the results will indeed be positive.
Another example, of when good communication service is used is when dealing with an angry customer complaining about a defect on the product. You take action by dealing with the customer with patience, and using soothing words with a calm attitude.
The results can be dramatic, because you will convert the customer’s negative attitude into a positive attitude and satisfy the customer’s needs, simply because your skills used in communicating with customer made the customer feel more tranquil about the problem, giving you the opportunity to fix the issue. That is why it is very important to provide good communication service internal and external, since you will always end with great results.
Business Communication Techniques
If great results and future success to the company by providing good communication service is in your mind you must first know how to apply them. What techniques may I use to help provide good communication service in the internal and external field?
External communication:
In the field of external communication you want to start by stating your opinion clearly, and making sure your message doesn’t sound too complicated. It is very important for you to follow this step; never do you want a misunderstanding since you may lose the customer or client’s interest. If you happen to have an external conversation through the phone make sure you aren’t speaking too loud as you don’t want to speak too low either.
If you speak too loud you can easily cause irritation to the client and the client may soon feel annoyed. Speaking too soft or too low is also irritating, try your best to speak at a moderate tone so the client may hear you clearly, and if possible try to stay away from noise pollution so you may hear with clarity.
If you are not able to hear the client please let him know immediately and try to be as polite when you’re asking to repeat him or herself. Finally briefly restate in your own words what the client said so you can prove you where listening, also, by restating, you avoid possible misunderstanding for the client can go right on and correct you if it happens that you didn’t restate the client’s words correctly.
When you are present with the client, the steps are somewhat similar as if you where talking to the client over the phone, but the only difference is that you want to make good eye-contact. Obviously through the phone you can’t make good eye-contact with a client, but you can make good eye-contact when you are present with the client, so then it is important you do so, since it proves you are interested on what the client is saying and you demonstrate a sign of respect towards the client.
Internal Communication:
Internal and external are somewhat similar when it comes to techniques. You also want to apply the internal techniques already mentioned to the external communication field. Though both internal and external involves communication, the way we communicate and what we communicate in these fields differentiates from a client to an employee.
For Instance, communicating to a body of employees, it is common to speak of how business is going and how it can be improved, in the other hand with a client communication tends to lean more on the sales communication. Now when you have an internal communication, you want to have the communication strong among the company. A special tool that will help you maintain communication strong is meetings. In a meeting comes the opportunity where everyone can express their ideas, such ideas that will eventually improve the company in a great manner.
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